At Maison Lex, we are committed to delivering a professional and reliable legal service. However, we recognise that concerns may occasionally arise. If you are dissatisfied with any aspect of our service, please let us know as soon as possible so that we can address the issue promptly and work towards a fair outcome. Your feedback helps us maintain and improve our standards.

Making a Complaint

If you wish to raise a concern, please contact our Complaints Officer:

If you need assistance in submitting your complaint, we will make reasonable efforts to support you.

Information Required

To enable us to properly investigate the matter, please provide the following information where available:

• Your name and contact details
• A summary of your concerns
• What outcome you are seeking
• Your file or matter reference number (if known)

Our Complaints Process

We will acknowledge receipt of your complaint in writing within two working days and provide a copy of this complaints procedure.

Your complaint will then be reviewed carefully. This review may include:

• Considering the issues you have raised
• Examining relevant files and documentation
• Discussing the matter with the individual(s) involved in your case, where appropriate

We may contact you to request further information if required and will specify a reasonable timeframe for any response.

We will keep you informed of progress at appropriate intervals.

Once our review is complete, we will write to you setting out our findings and any proposed resolution. We aim to conclude this process within 21 days of acknowledging your complaint, where practicable.

If Your Complaint Remains Unresolved

We have a maximum of eight weeks to resolve your complaint. If we are unable to do so within this period, you may be entitled to refer the matter to the Legal Ombudsman, which independently considers complaints relating to the quality of legal services.

The Legal Ombudsman can consider complaints from individuals, small businesses, charities, trusts, and other eligible bodies, subject to its criteria.

Referral Timeline

Complaints must be referred to the Legal Ombudsman:

• Within 12 months of the issue arising or of you becoming aware of it; and
• Within six months of our final written response

Alternative Dispute Resolution

There are approved alternative dispute resolution (ADR) bodies that may be able to consider complaints about legal services if both parties agree to use them. However, we do not participate in an ADR scheme. If you wish to pursue your complaint further, you should therefore contact the Legal Ombudsman.

Concerns About Professional Conduct

If your concern relates to our conduct rather than the service provided, you may raise the matter with the Solicitors Regulation Authority (SRA).

Information on reporting concerns to the SRA is available at: www.sra.org.uk

Costs

We do not charge for handling complaints.

Please note that interest may be applied to any outstanding invoices in accordance with our Terms of Business.

The Legal Ombudsman's service is free of charge. Any ADR provider involved may charge a fee, and they are responsible for notifying all parties of any applicable costs.